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Tuesday, September 23, 2014

How You Treat Your Employees Matters

Written by  Duane Bailey

I've always admired how leaders in the top hospitality brands treat their employees. Follow them around a property for a while and you'll notice a very high level of personal engagement – they greet everyone they encounter with a smile and by their first names. The employees instinctively smile back and return the greeting, using the leader's first name, as well.

What you'll also notice during these exchanges is how natural the interactions are. The employees don't suddenly stop doing what they're doing when the boss appears. What happens behind the scenes in many of these hotels is evidence of a well-oiled machine. The employees are well trained in the brand's standard operating procedures. Their leaders have full confidence in them. The employees are happy to be there and it shows in everything they do.

Why does this matter?

What goes on behind the scenes invariably plays out in front of your guests and customers. If your leaders interact with their employees in a warm and genuine way, your employees will do the same with their guests and customers. If your leaders invest in their employees and value their contributions, your employees will take pride in their role of serving their guests and customers. And if your leaders empower your employees, they will go the extra mile to provide their guests and customers with an experience that keeps them coming back.

 

For more on the importance of employee relationships to your brand, please see:
Your People (Even the Volunteers) Are Your Brand
Your Employees Play a Leading Role in Shaping Great Brands
Why Family Relationships Make for a Great Place to Work
What Story Is Your Organizational Culture Telling?
Employee Retention: People Leave Managers, Not Companies

 

Duane Bailey

Duane Bailey

Duane Bailey is a regular contributor to The Chief Storyteller® online conversation. He has helped organizations of all sizes drive growth in revenues and market share through the development and delivery of key business messages that resonate with target audiences. He holds an MBA in International Business and a BS in Marketing. He brings 28 years of experience in marketing communications and high technology sales.

Website: www.TheChiefStoryteller.com E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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